Refund and Returns Policy

We want every order to arrive sealed, authentic, and working. When something goes wrong we deal with it quickly. This policy explains what is covered, what is not, and exactly what we need from you to sort it out.

What Is Covered

We cover devices that arrive damaged, devices that are dead on arrival or fail through a manufacturing fault, incorrect items sent by us, and missing items from an order. If any of these apply, contact us within seven days of delivery and we will replace the item or refund it.

What Is Not Covered

Because these are consumable inhalation products, we cannot accept returns on opened devices for change of mind, hygiene and safety reasons make that impossible. We also cannot cover devices bought from another seller, devices damaged by drops, water, or heat exposure after delivery, or a flavor simply not being to your taste. Buying the wrong flavor is not a fault, so read the tasting notes on each product page before ordering.

How to Make a Claim

Contact us through our contact page with your order number, a description of the problem, and clear photographs. For damaged parcels, photograph the outer packaging before you unpack further. For a faulty device, photograph the device itself and the carton including any batch or verification markings. Photographs are not us being difficult, they are how we file claims with carriers and suppliers on your behalf, and a claim without them usually cannot be pursued.

Timescales

Report problems within seven days of delivery. We aim to respond within one business day and to resolve straightforward claims immediately. Approved refunds are issued to the original payment method and typically appear within five to ten business days depending on your bank. Replacements ship as soon as the claim is approved, subject to stock.

Devices That Seem Not to Work

Before filing a claim, it is worth ruling out the common causes, because most reported faults are fixable in minutes. A device that arrived in cold weather can have thickened oil and a tight draw, warming it in your hand usually solves it. A device stored on its side can flood the coil, standing it upright and taking two gentle clearing puffs restores normal function. If the device still will not fire after charging, contact us and we will treat it as a fault.

Counterfeits

The Luigi market is heavily counterfeited, and most complaints about harsh taste or weak effects trace back to fakes sold elsewhere. We can only support products bought from us. Every unit we ship arrives sealed with its verification sticker intact so you can confirm authenticity on arrival. If you believe you received an inauthentic product from us, contact us immediately and we will investigate the batch.

Cancellations and Address Errors

If you need to cancel or correct a shipping address, contact us straight away. We can usually change an order before the label is printed, but once a parcel is with the carrier we cannot recall it. Parcels returned to us because of an incorrect address can be reshipped once the return and resend cost is covered.

Refused or Undeliverable Orders

Orders to areas where these products cannot legally be delivered are cancelled and refunded in full before shipping. If a delivery is refused at the door, contact us once the parcel is back with us and we will refund the order less the outbound shipping cost.

Questions

Anything not covered here can go through our contact page with your order number. Our shipping policy covers delivery timescales and lost parcels, and our terms and conditions set out the wider rules for every order.